Telus says Canadians should Expect More from their carriers with new intiative

Telus is asking Canadians to expect more from their telecom providers with the launch of a new platform. Expect More highlights the dissatisfaction many Canadians share with their telecom providers, and challenges them not to settle.  Telus believes its service, user retention and user satisfaction is leading the competition so it is putting itself out there and challenging Canadians to take a good hard look at what they are getting. Hit jump for the full release and details. 

TELUS challenges Canadians to expect more from their telco

New platform, Expect More, marks evolution in Customers First journey

Toronto – Canadians have a longstanding love-hate relationship with their telcos. If customers consistently receive sub-par service, they’ll eventually become resigned to expecting less. TELUS is different and has worked tirelessly over the last several years to put customers at its core. Today, the company launched Expect More, challenging Canadians to expect better service from their telco provider and demonstrating how TELUS stands apart from its competitors. Expect More is the latest in TELUS’ customer service evolution, an enormous focus for the company since 2009, and marks a renewed commitment to delivering an unmatched customer experience.  

“We truly believe our customer service is what sets us apart and our employees are at the heart of this promise. We’re proud of the work we’ve done, but we’re the first to admit we’re not perfect and we’re obsessed about constantly improving until we deliver an unmatched customer experience every time,” said Anne-Marie LaBerge, Vice-President of Brand and Marketing Communications, TELUS. “While we challenge customers to expect more from us, we are also pushing ourselves to deliver more to our customers. We’re on the right track, and we won’t rest until 100 per cent of our customers are happy.”

TELUS has worked tirelessly over the last five years to put customers first and constantly deliver on that promise. Ninety-five per cent of TELUS customers are satisfied with their customer service^[1]. In addition, month to month, 99 per cent of customers choose to stay with TELUS^[2] and of all complaints to the Commissioner for Complaints for Telecommunications Services (CCTS) so far in 2015, TELUS accounts for only 4.4 per cent, or 243 complaints^[3].

TELUS will continue to deliver more to customers by soliciting, listening to and acting upon customer feedback, empowering team members and giving them the tools and resources they need to deliver a superior customer service. In addition, TELUS will maintain its pledge to actively pursue opportunities to deliver innovative technology, services and networks to enhance its customers’ lives.

Expect More was developed in collaboration with TELUS’ creative agency of record, The&Partnership. Rolling out in two phases, the campaign first acknowledges consumers’ frustrations with the Canadian telecommunications industry and then addresses those frustrations by demonstrating how TELUS delivers more. At the heart of the platform is a revamped approach to social media that will see TELUS initiating and participating in a greater volume of real-time conversations with consumers. Campaign elements will also spotlight team members, showcasing where TELUS leads in service. This different approach enables TELUS to engage with Canadians and actively provide solutions to their needs.

"We have worked with service businesses around the globe and there is nothing that compares to TELUS' commitment to putting customers first in everything they do,” said Andrew Bailey, CEO and Partner, The&Partnership. “We simply had to do the easy part, which is tell the story in a compelling way that highlights TELUS’ difference and convinces customers that they deserve to expect more.”

The advertising platform kicks off this week with Scream, a provocative TV spot highlighting Canadian’s frustrations with customer service and encouraging them to expect more. The external platform is supported by an integrated agency team strategy: 

Customers can learn more about how they can expect more from TELUS and share their feedback by visiting www.telus.com/expectmore or join the conversation online using #expectmore.